Job Description:

In the Quality Audit Specialist role, you will manage quality assurance initiatives and oversee audit trending. You will provide support with the management of quality and compliance for one Healthcare client. Your attention to detail ensures our independent agents comply with both Liveops’ and our clients’ standards of excellence. You demonstrate an ability to juggle multiple systems at once, meeting tight timelines while maintaining high levels of accuracy.  

The Purpose of Your Role 

This role enhances the organization's overall success by delivering comprehensive quality management analysis to the client, internal Operations teams, and agents. This role involves providing support to a team of Quality Assurance (QA) agents tasked with monitoring calls and delivering constructive feedback. The goal is to improve agent productivity, empower District Leaders with insightful quality assessments, refine the quality of service, and drive improved performance through meticulous audit processes and actionable insights. 

The Qualifications We’re Looking For 

• Bachelor's Degree preferred or equivalent experience


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  Experience in implementing QA processes to enhance customer service

  
  


• Fluent in both English and Spanish


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  Proven leadership and motivational skills in a call center or telecommunications setting 

  
  


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  Capability to conduct virtual sessions effectively 

  
  


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  Technical proficiency with a willingness to learn new systems

  
  


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  Continuous improvement mindset and adaptability to new technologies 

  
  


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  Strong analytical, problem-solving, and decision-making skills 

  
  


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  Collaborative and results-driven work approach

  
  


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  Excellent project management skills and ability to perform under pressure 

  
  


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  Self-motivated with the ability to meet deadlines independently 

  
  


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  Outstanding verbal and written communication skills 

  
  


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  Strong work ethic with meticulous attention to detail 

  
  

The Competencies You Bring 

Attention to Detail * Individual Impact * and Influence * Planning & Organizing * Quality Orientation * Usage of Functional/Technical Expertise 

The Value You Deliver 

• Interface with client and internal Operations teams to define audit and performance metrics that align with client expectations 


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  Assist with facilitation, evaluation and execution of ongoing audits, targeted auditors, and calibrations to ensure compliance and quality performance from both agents and auditors 

  
  


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  Investigate escalations and/or complaints regarding quality and compliance 

  
  


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  Work with internal Operations teams and client to analyze auditing disputes and compliance topics for trending

  
  


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  Work cross-functionally to certify auditors on internal and client tools and processes 

  
  

Essential Job Functions 

Essential functions are the fundamental, crucial job duties that an employee must be able to perform, with or without reasonable accommodation. 

• Ability to sit or stand at a desk for extended periods of time while working on a computer.


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  Available for virtual meetings in a non-distracted environment. 

  
  


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  Ability to work independently and meet deadlines. 

  
  


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  Oversee quality initiatives and align audit metrics with client expectations. 

  
  


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  Conduct and evaluate audits to ensure agent and auditor compliance; address quality-related escalations. 

  
  


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   Analyze disputes and trends; collaborate to train auditors on relevant tools and processes. 

  
  


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  Up to 10% travel required per year. 

  
  

About Liveops: 

 

Liveops, a virtual contact center, offers scalable, on-demand experiences through the VirtualFlex platform for both planned and unplanned CX needs.  This tech-enabled, data-powered platform inspires and motivates brand-certified agents to deliver better experiences and attracts entrepreneurial US-based professionals with life experience that helps them connect with customers. We're a people-powered business, working tirelessly on behalf of agents, clients, and employees to make life better. 

 

Liveops exists to improve the lives of our agents, clients, and employees. As a Liveops employee, you’re part of a purpose-driven culture that values curiosity, collaboration, and results. We encourage diverse perspectives to create better outcomes, celebrate initiative, and build relationships based on trust and transparency. We offer outstanding benefits including insurance, 401k match and a flexible vacation plan. 

Eligibility Requirements 

Eligible States for Employment; Alabama, Arizona, Florida, Georgia, Idaho, Illinois, Indiana, Kansas, Michigan, Mississippi, Nebraska, New Jersey, North Carolina, Ohio, Oklahoma, Pennsylvania, South Carolina, Tennessee, Texas, Utah, Virginia, Wisconsin. 

Legal authorization to work in the U.S. is required.  We will not sponsor individuals for employment visas now or in the future.  

  

Equal Opportunity Employer 

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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